Don Peppers’ blog posts are followed by nearly 300K on LinkedIn. He was among the first invited to be a LinkedIn Key Influencer when the program began in 2012. Today, he is one of LinkedIn’s top CX experts.

Don's Blog

Why Artificial Intelligence is Inherently Biased, and How to Minimize the Damage

You might think that artificial intelligence, because it issues from a machine, should be objective and unbiased, but nothing could be further from the truth. AI is inherently biased, and one of your goals, if your company or organization relies on AI, machine learning, and the algorithms developed by these technologies, should be to minimize…

How to Conduct a Winning Pitch Meeting

In the B2B space, the final step in landing a new account is often a pitch meeting – a face-to-face encounter between people at your own firm and people at the prospect’s firm. Your goal is to inspire their confidence in your capabilities and your understanding of their business. Above all, you want their trust….

Six Leadership Behaviors Found at a Customer-Centric Company

Because new technologies have armed today’s customers with up-to-the-minute information about the companies they buy from, the products they want, and the opinions of their friends and acquaintances about each brand’s customer experience, there’s hardly a business on the planet today that isn’t trying to improve its customer experience and become more customer-centric.

The World’s Most Social Customers?

With more than a billion residents, India is the second most populous country in the world. It is also home to one of the most strongly connected and socially supportive cultures anywhere. Long before Indians overtook Americans last year as the most numerous Facebook users in the world, tightly knit Indian families and social groups have always…

The Three Best Kinds of Customers: Advocates, Influencers, and Contributors

All profitable customers are good to have, of course, but the three very best kinds of customers will actually provide your business with a value that far exceeds whatever profit you might earn on their individual patronage. These customers represent a sort of “hidden wealth” for your business – a wealth you can realize in the form…

How to Improve the Insights from Using Personas in Your Marketing

Recently I posted an article about Sara Wachter-Boettcher’s excellent book Technically Wrong. Her primary argument is that machine learning algorithms and artificial intelligence engines have human-like biases. Computing technology is completely mechanical and unbiased, of course, but machine learning and AI by their very nature must be trained on human-created data sets. And so these tools do tend…

Walmart Uses PayActiv Technology to Boost Workers’ Effective Take-Home Pay

Walmart has just hammered a very large nail into the coffin of the batch-process payroll system, and one result will likely be substantially higher employee engagement as the company empowers its workers to take more personal control over their own financial welfare. In an announcement today, Walmart says it will begin using new technology from PayActiv to allow its…

The World’s Most Social Customers?

With more than a billion residents, India is the second most populous country in the world. It is also home to one of the most strongly connected and socially supportive cultures anywhere. Long before Indians overtook Americans last year as the most numerous Facebook users in the world, tightly knit Indian families and social groups have always…

The Basic Problem with Silicon Valley: Straight White Male Complacency

Recently I posted an article questioning whether AI can be trusted, given that the data sets we train our chatbots and other AI tools on are inherently biased themselves, being composed from ordinary, everyday language, word associations, and images. The thing is, there’s no such thing as a perfectly objective or unbiased data training set, because…

A Must-Read Book: The Messenger is the Message

We are all living through an increasingly heavy barrage of information, and the very first information filter most people use, just to decide what information is worth paying attention to, is trust. This is one of the key reasons why Martha Rogers and I argued in our book Extreme Trust that consumers now apply a higher standard of…